contact center analyst

Concentrix

Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic ) <strong>Join or sign in to find your next job</strong> <p>Join to apply for the <strong>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )</strong> role at <strong>Concentrix</strong></p> Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic ) <p>Join to apply for the <strong>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )</strong> role at <strong>Concentrix</strong></p><p>Get AI-powered advice on this job and more exclusive features.</p><p>Job Title:<br><br>Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )<br><br><strong>Job Description<br><br></strong>The Trainer I is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Concentrix in support of client programs to ensure superior workforce preparation with best in class service and delivery. This position requires attaining and maintaining certification in the Trainer Certification Program (101/102), provides mentoring to Program Ready Trainers, curriculum review and modification as needed, and evaluation of training programs using various feedback methods.<br><br><strong>Essential Functions/Core Responsibilities<br><br></strong><ul><li>Responsible for day-to-day functional direction of agents within the program training classroom environment, including student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations</li><li>Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment</li><li>Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities</li><li>Accountable for achieving individual training performance metrics</li><li>Support and partner with Operations to transition of agents from training to production environment, ensuring competency levels meet business needs (where required)</li><li>Maintain relevant product knowledge for each account by taking calls, attending client and cross functional meetings (as needed), and side by side observations</li><li>Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients</li><li>May support Instructional Design team in designing and developing training materials for various instructional delivery methods including; computer-based training, interactive, classroom training, and written job aids</li><li>Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation</li><li>Recommend curriculum modifications to Training Manager/Supervisor on the basis of internal customer feedback and/or Training Needs Analysis</li><li>Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures<br><br></li></ul>Candidate Profile<br><br><ul><li>Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred</li><li>A bilingual English (B2+ level) and native Arabic speaker.</li><li>Proven experience in training methodologies, and soft skills (communication skills, critical thinking, time management, team building, etc.)</li><li>Strong communication skills, both written and verbal</li><li>Proficient in Microsoft Office</li><li>Demonstrated ability to multi-task, prioritize, and meet timelines on deliverable</li><li>Self-starter, sense of urgency, and works well under pressure</li><li>Strong attention to detail</li><li>Sense of professionalism and ability to develop good relationships<br><br></li></ul>Career Framework Role<br><br>Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills<br><br>Analyzes possible solutions using standard procedures and principles<br><br>Builds knowledge of the organization, processes and customers Solves a range of straightforward problems<br><br>Receives a moderate level of guidance and direction<br><br><strong>Disclaimer<br><br></strong>The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.<br><br>Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.<br><br>Location:<br><br>ARE Abu Dhabi - Building Khaleej Area<br><br>Language Requirements:<br><br>Time Type:<br><br><strong>If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents<br><br></strong><strong>R</strong></p> Seniority level <ul><li> Seniority level Entry level</li></ul> Employment type <ul><li> Employment type Full-time</li></ul> Job function <ul><li> Job function Education and Training</li><li> Industries IT Services and IT Consulting</li></ul><p>Referrals increase your chances of interviewing at Concentrix by 2x</p> Sign in to set job alerts for "Instructor" roles. <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED18,000 - AED21,000 4 months ago</p> Techno Functional Business Analyst -Banking <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 33 minutes ago</p> Senior Business Analyst (Digital Products )-Banking Domain <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates AED16,000 - AED18,000 2 months ago</p> Business Analyst as well Scrum Master -Banking Domain <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates<br>AED17,000.00<br>-<br>AED18,000.00<br>1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago</p> Business Analyst - Enterprise Lending Platform <p>Abu Dhabi Emirate, United Arab Emirates 2 weeks ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 7 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 days ago</p><p>Abu Dhabi Emirate, United Arab Emirates 1 week ago</p> Senior Business Analyst-3 months Engagement (Onsite Abu Dhabi)-Octopus by RTG <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 6 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 8 months ago</p> Senior Business Analyst (Mobile App & Staff Portal) <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 9 months ago</p> Business Analyst - Banking Domain (Scrum Framework & Digital Initiatives) <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 7 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 hour ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 11 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 year ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 day ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 10 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 9 months ago</p> Senior Business Analyst - Digital Wallet Platform <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 2 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 3 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 10 months ago</p> Business Analyst with Open Finance Experience <p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 5 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 4 months ago</p><p>Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates 1 month ago</p><p>We're unlocking community knowledge in a new way. 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Trainer/ Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Manpower Egypt - Target HR

<div>
 <p>
  <strong>
   We&rsquo;re Hiring: Real-Time Analyst (RTA)
  </strong>
 </p>
 <p>
  <strong>
   Industry:
  </strong>
  Fintech
 </p>
 <p>
  <strong>
   Location:
  </strong>
  New Cairo, Egypt
 </p>
 <p>
  <strong>
   Department:
  </strong>
  Workforce &amp; Capacity Planning
 </p>
 <p>
  <strong>
   Job Type:
  </strong>
  Full-Time
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Monitor queue health and performance metrics across live channels.
  </li>
  <li>
   Execute intraday schedule adjustments (breaks, skilling, rescheduling) to ensure coverage.
  </li>
  <li>
   Support incident management and reroute resources during outages or emergencies.
  </li>
  <li>
   Generate hourly, intraday, daily, weekly, and monthly performance reports.
  </li>
  <li>
   Communicate with operations and team leads to ensure alignment.
  </li>
  <li>
   Use WFM tools (Calabrio, NICE, Verint, etc.) to take real-time actions.
  </li>
  <li>
   Coordinate with WFM Planners to ensure accurate scheduling and forecasting.
  </li>
  <li>
   Recommend ongoing process improvements to enhance real-time efficiency.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <ul>
  <li>
   1 year experience as an RTA or similar WFM role in a contact center.
  </li>
  <li>
   Very good English communication skills
  </li>
  <li>
   Strong understanding of key call center metrics (AHT, ASA, SL, Occupancy, Adherence, Shrinkage, etc.)
  </li>
  <li>
   Proficient in Excel/Google Sheets (BI/reporting tools are a plus)
  </li>
  <li>
   Willingness to work shifts, weekends, and public holidays
  </li>
 </ul>
 <p>
 </p>
</div>


Real Time Analyst

<div>
 Job Title:
 <br/>
 <br/>
 Quality Analyst - Contact Center ( Bilingual - English/ Arabic )
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 PREFERRED CANDIDATE QUALIFICATIONS &ndash;
 <br/>
 <br/>
 <ul>
  <li>
   CURRENTLY AVAILABLE IN THE UAE.
  </li>
  <li>
   CAN JOIN IMMEDIATELY.
   <br/>
   <br/>
  </li>
 </ul>
 As a Quality Analyst, you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will evaluate a customers&rsquo; experience as they interact with your customer service advisors through inbound and outbound calls, email, chat, and social media responses. As they do, you compare it against the Company&rsquo;s standards of performance &mdash;a Scorecard. This may include assessing Advisors&rsquo; demeanor, technical accuracy, customer service performance, and conformity to company policies/procedures and regulatory guidelines. You would use a quality monitoring system to compile and track performance and provides actionable data and feedback to call center advisors, coaches and managers as well as to various internal support groups, as requested. You may be called upon to deliver effective coaching to contact center advisors, are expected to participate in call calibration sessions on an ongoing basis and have a pivotal role to play in call center QA and training.
 <br/>
 <br/>
 Without your expertise, the management team may not understand where it&rsquo;s going wrong and struggle to achieve the level of service to which it has agreed with the client.
 <br/>
 <br/>
 You may also be called upon to perform as a Customer Service Advisor and may take or make customer service calls, mentor other Customer service advisors and model live call behaviors and skills.
 <br/>
 <br/>
 <strong>
  Essential Functions / Core Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email.
  </li>
  <li>
   Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
  </li>
  <li>
   Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.
  </li>
  <li>
   Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.
  </li>
  <li>
   Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies.
  </li>
  <li>
   Makes recommendations for enhancements to training, processes or other areas to improve performance, removes customer effort and enhance the overall employees&rsquo; and customers&rsquo; experience.
  </li>
  <li>
   Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.).
  </li>
  <li>
   Prepare reports capturing service quality trends and variances for the team / department.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  CANDIDATE PROFILE
  <br/>
  <br/>
 </strong>
 You have outstanding customer service skills, dedication and commitment to provide exceptional customer care to the program assigned. You are process and compliance driven, well-organized are able to listen intently, demonstrate understanding, and participate in the generation of solutions.
 <br/>
 <br/>
 <ul>
  <li>
   2+ years&rsquo; experience in a contact center environment with at least 1 year as a Quality reviewer, monitoring calls and providing feedback preferably for an inbound (voice) program preferably in real estate / travel sector.
  </li>
  <li>
   A bilingual fluent English and Arabic speaker (ability to write, listen and speak needed).
  </li>
  <li>
   Strong Communication and Interpersonal skills.
  </li>
  <li>
   Graduate preferred in any stream and above. A combination of education and experience may be substituted and/or considered in lieu of the bachelor&rsquo;s degree.
  </li>
  <li>
   Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA&rsquo;s, coaching, appraisals, etc.
  </li>
  <li>
   Flexible to work in any schedule, nights, days and weekends with varying shifts or when covering another Quality Analyst as back-up.
  </li>
  <li>
   Empathetic approach and mindset.
  </li>
  <li>
   Genuine curiosity and desire to understand and to know why.
  </li>
  <li>
   Proficiency with technology, especially computers, software applications, and phone systems.
  </li>
  <li>
   Comfortable in working with individuals and team/s remotely.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Disclaimer
  <br/>
  <br/>
 </strong>
 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
 <br/>
 <br/>
 Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 <br/>
 <br/>
 Location:
 <br/>
 <br/>
 ARE Dubai - Property# BCB2 515, Dubai CommerCity
 <br/>
 <br/>
 Language Requirements:
 <br/>
 <br/>
 Arabic (Required), English (Required)
 <br/>
 <br/>
 Time Type:
 <br/>
 <br/>
 Full time
 <br/>
 <br/>
 <strong>
  If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
  <br/>
  <br/>
 </strong>
 <strong>
  R1581849
 </strong>
</div>


Quality Analyst - Contact Center ( Bilingual - English/ Arabic )

Safe Step Walk In Tub Co

<div><div>Job Posting:</div><div>
For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve. As the nation&rsquo;s top walk in tub/shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched. We call it the Safe Step Difference.</div><div></div><div>
If you&rsquo;re considering investing in your future, look no further to find out why the Safe Step Walk-In Tub Company is the only choice. We purposely employ dedicated team members that have a natural desire to provide life-changing service to our customer base across the US and Canada. Every day, we do our best, to give our best, to those deserving of the same.</div><div></div><div>
Sales Operations Analyst &ndash; Safe Step Sales Contact Center</div><div></div><div>
Location: This is approved to be Remote anywhere in the US.</div><div></div><div>
Responsibilities</div><ul><li>
Manage and administer the CRM system (Lead Perfection) and the contact center platform (Five9) to ensure optimal performance and data integrity.</li><li>
Perform comprehensive data mining and analysis to identify trends, opportunities, and actionable insights that support strategic decision-making.</li><li>
Develop, maintain, and enhance dashboards in Snowfly to provide real-time visibility into key performance metrics for Sales Team Managers.</li><li>
Generate and deliver accurate, timely reports that enable Sales Team Managers to monitor performance and make informed decisions.</li><li>
Collaborate with cross-functional teams to innovate and implement creative strategies for engaging target audiences across omni-channel platforms, including SMS, email, voice, and chat.</li><li>
Ensure compliance with data governance policies and maintain high standards of data quality across all systems.</li><li>
Lead initiatives to optimize workflows and improve operational efficiency within the sales organization.</li><li>
Provide training and support to team members on CRM and contact center tools, fostering a culture of continuous improvement.</li></ul><div></div><div>
Qualifications</div><ul><li>
Bachelor&rsquo;s degree in Business, Information Systems, or a related field; equivalent experience may be considered.</li><li>
Proven experience in software administration, preferably with Five9 and Lead Perfection platforms.</li><li>
Strong analytical skills with the ability to interpret complex data sets and translate insights into actionable strategies.</li><li>
Excellent problem-solving abilities and a track record of driving process improvements.</li><li>
Proficiency in managing omni-channel communication tools and understanding of customer engagement best practices.</li><li>
Exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams.</li><li>
Experience in leading small teams and managing direct reports is highly desirable.</li></ul><div></div><div>
At Safe Step Walk-In Tub Company, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!</div><div>
#LI-REMOTE</div><ul><li></li></ul><div>
Pay Range:</div><ul><li></li></ul><div><i>
Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate&rsquo;s qualifications and prior experience.</i></div><ul><li></li></ul>
$4,799.70 - $7,791.30<ul><li></li></ul><div><i>
Estimated Ranges displayed are Monthly for Salaried roles </i>OR<i> Hourly for all other roles.</i></div><ul><li></li></ul><div>
This role is Bonus or Incentive Plan eligible.</div><ul><li></li></ul><div>
Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.</div><ul><li></li></ul><div><i>
The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.</i></div><div></div><div><i>
Ferguson Enterprises, LLC. is an equal employment employer </i><i>F/M/Disability/Vet/Sexual</i><i> Orientation/Gender</i><i> Identity.</i></div></div><div></div>

Sales Operations Analyst – Safe Step Sales Contact Center

PacificSource Health Plans

<div><div>Looking for a way to make an impact and help people?</div><div></div><div><i>
Join PacificSource and help our members access quality, affordable care!</i></div><div></div><div>
PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person&rsquo;s talents and strengths.</div><div></div>
The Workforce Management Analyst is responsible for optimizing staffing and scheduling within a contact center environment to ensure service level goals are met. This role involves forecasting call volumes, analyzing performance metrics, and managing workforce management tools to support operational efficiency and customer satisfaction.<div></div><div>
Essential Responsibilities:</div><ul><li>
Analyze historical trends to develop short- and long-term forecasts for voice, chat, and text interactions.</li><li>
Collaborate with leadership to align forecasts with business goals.</li><li>
Create and manage agent schedules including shifts, breaks, training, and time-off.</li><li>
Monitor real-time adherence and adjust staffing dynamically to maintain service level targets.</li><li>
Generate daily, weekly, and monthly reports on KPIs such as occupancy, service level, shrinkage, and cost per call and present actionable insights to leadership for continuous improvement.</li><li>
Conduct root cause analysis for performance deviations.</li><li>
Administer workforce management platform.</li><li>
Maintain agent profiles and scheduling rules in WFM systems.</li><li>
Automate reporting and scheduling processes using Excel, SQL, or VBA.</li><li>
Serve as a liaison between operations, HR, and IT teams.</li><li>
Communicate staffing changes and performance updates effectively.</li><li>
Participate in strategic planning and operational review meetings.</li></ul><div></div><div>
Supporting Responsibilities:</div><ul><li>
Meet department and company performance and attendance expectations.</li><li>
Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.</li><li>
Perform other duties as assigned.</li></ul><div></div><div>
SUCCESS PROFILE</div><div></div><div>
Work Experience: Minimum of 2 years of experience in workforce management within a contact center. Experience with multi-channel environments (voice, chat, text).</div><div></div><div>
Education, Certificates, Licenses: High school diploma or equivalent required. Bachelor&rsquo;s degree in Business Administration, Statistics, Mathematics, or related field preferred.</div><div></div><div>
Knowledge: Proficiency in Microsoft Excel, Access, SQL, and workforce management software. Familiarity with call center technologies and KPIs. Strong analytical and data visualization skills. Excellent communication and interpersonal abilities. Strong organizational and multitasking skills. Ability to work independently and under pressure.</div><div></div><div>
Competencies</div><div>
Adaptability</div><div>
Building Customer Loyalty</div><div>
Building Strategic Work Relationships</div><div>
Building Trust</div><div>
Continuous Improvement</div><div>
Contributing to Team Success</div><div>
Planning and Organizing</div><div>
Work Standards</div><div></div><div>
Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 5% of the time.</div><div></div><div>
Skills:</div>
Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork<div></div><div>
Our Values</div><div>
We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:</div><ul><li>
We are committed to doing the right thing.</li><li>
We are one team working toward a common goal.</li><li>
We are each responsible for customer service.</li><li>
We practice open communication at all levels of the company to foster individual, team and company growth.</li><li>
We actively participate in efforts to improve our many communities-internally and externally.</li><li>
We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.</li><li>
We encourage creativity, innovation, and the pursuit of excellence.</li></ul><div></div><div>
Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.</div><div></div><div>
Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.</div></div>

Workforce Management Analyst

Ferguson

<div><p><b>Job Posting:
</b></p><p>For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve. As the nation&rsquo;s top walk in tub/shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched. We call it the Safe Step Difference.</p><p></p><p>
If you&rsquo;re considering investing in your future, look no further to find out why the Safe Step Walk-In Tub Company is the only choice. We purposely employ dedicated team members that have a natural desire to provide life-changing service to our customer base across the US and Canada. Every day, we do our best, to give our best, to those deserving of the same.</p><p></p><h2 class="jobSectionHeader"><b>
Sales Operations Analyst &ndash; Safe Step Sales Contact Center</b></h2><p></p><h2 class="jobSectionHeader"><b>
Location: This is approved to be Remote anywhere in the US.</b></h2><p></p><h2 class="jobSectionHeader"><b>
Responsibilities</b></h2><ul><li>
Manage and administer the CRM system (Lead Perfection) and the contact center platform (Five9) to ensure optimal performance and data integrity.</li><li>
Perform comprehensive data mining and analysis to identify trends, opportunities, and actionable insights that support strategic decision-making.</li><li>
Develop, maintain, and enhance dashboards in Snowfly to provide real-time visibility into key performance metrics for Sales Team Managers.</li><li>
Generate and deliver accurate, timely reports that enable Sales Team Managers to monitor performance and make informed decisions.</li><li>
Collaborate with cross-functional teams to innovate and implement creative strategies for engaging target audiences across omni-channel platforms, including SMS, email, voice, and chat.</li><li>
Ensure compliance with data governance policies and maintain high standards of data quality across all systems.</li><li>
Lead initiatives to optimize workflows and improve operational efficiency within the sales organization.</li><li>
Provide training and support to team members on CRM and contact center tools, fostering a culture of continuous improvement.</li></ul><p></p><h2 class="jobSectionHeader"><b>
Qualifications</b></h2><ul><li>
Bachelor&rsquo;s degree in Business, Information Systems, or a related field; equivalent experience may be considered.</li><li>
Proven experience in software administration, preferably with Five9 and Lead Perfection platforms.</li><li>
Strong analytical skills with the ability to interpret complex data sets and translate insights into actionable strategies.</li><li>
Excellent problem-solving abilities and a track record of driving process improvements.</li><li>
Proficiency in managing omni-channel communication tools and understanding of customer engagement best practices.</li><li>
Exceptional communication and interpersonal skills, with the ability to collaborate effectively across teams.</li><li>
Experience in leading small teams and managing direct reports is highly desirable.</li></ul><p></p><p>
At Safe Step Walk-In Tub Company, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!</p><p>
#LI-REMOTE</p><ul><li></li></ul><p><b>
Pay Range:</b></p><ul><li></li></ul><p><i>
Actual pay rate may vary depending upon location. The estimated pay range for this position is below. The specific rate will depend on a candidate&rsquo;s qualifications and prior experience.</i></p><ul><li></li></ul>
$4,799.70 - $7,791.30<ul><li></li></ul><p><b><i>
Estimated Ranges displayed are Monthly for Salaried roles </i></b><b>OR</b><b><i> Hourly for all other roles.</i></b></p><ul><li></li></ul><p>
This role is Bonus or Incentive Plan eligible.</p><ul><li></li></ul><p>
Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.</p><ul><li></li></ul><p><i>
The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.</i></p><p></p><p><i>
Ferguson Enterprises, LLC. is an equal employment employer </i><i>F/M/Disability/Vet/Sexual</i><i> Orientation/Gender</i><i> Identity.</i></p><p></p><p>
Equal Employment Opportunity and Reasonable Accommodation Information</p></div><p></p>

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